The best way to ask a customer for a Google review is in person, right after they've had a good experience, with one short sentence and an easy way to do it there and then. Something like "We're a small business and Google reviews really help us. Would you mind leaving one?" works far better than a sign on the wall or an email a week later. Below are the wordings we'd use in person, by email and by text, and the timing that suits different kinds of business.
When to ask
Ask when the customer has just seen the result of what you did and is still with you. People are most willing in that moment and much less willing a few days later, when the job has become one more thing on their to-do list.
- Restaurants and cafés: when the bill arrives or as people are paying.
- Hairdressers, barbers and salons: when the customer is looking at the finished result in the mirror.
- Trades: when the customer has looked over the finished job and signed it off.
- Shops: at the till, especially when a customer says something positive.
- Online shops: when the parcel arrives, using a card or sticker in the box, and again in a follow-up email.
What to say in person
Keep it short and plain. The aim is to make it easy to say yes and just as easy to say no.
- "We're a small business and reviews make a big difference to us. If you've got a minute, would you mind leaving us a Google review?"
- "Thanks for coming in. If you were happy with everything, we'd really appreciate a review on Google. You just tap your phone on this card."
- "Would you mind leaving us a quick Google review? It helps other people in the area find us."
Hand them a way to do it at the same time, whether that's a Google review card they can tap, a stand on the counter or a QR code. If you only say "look us up on Google", most people won't get round to it.
What to write in an email
Send it within a day of the job or delivery, from a real person's name if you can.
Hi Sarah, thanks again for choosing us for your kitchen fitting. If you have a couple of minutes, we'd be really grateful for a Google review. It helps other people in the area decide whether to use us. Here's the link: [your review link]. Thanks, Mark
What to send by text or WhatsApp
Hi Dave, it's Mark from the garage. Glad the car's running well again. If you've got a minute, a Google review would really help us: [your review link]. Thanks!
Our guide on how to get your Google review link shows where to find the link to paste into these messages.
Things to avoid
- Offering anything in return, including a discount, a free drink or entry into a prize draw. Google doesn't allow incentives for reviews.
- Asking only the customers who seem happiest, or asking people to come to you first if they weren't happy. Google calls this review gating and doesn't allow it.
- Asking for a five-star review specifically. Ask for an honest review.
- Asking staff, friends or family to post reviews.
- Chasing people more than once. One reminder is fine, and after that leave it.
Getting your team comfortable with asking
Most staff feel awkward the first few times. It helps to agree one wording as a team, practise it a couple of times, and give everyone who deals with customers their own card or a stand within reach so the ask comes with something to do. When a new review mentions a member of staff by name, share it with the team. People ask more readily once they've seen it work.
Common questions
Is it OK to ask every customer for a review?
Yes. Google is happy for businesses to ask customers for reviews, as long as you ask everyone fairly and don't offer anything in return.
Should I ask before or after payment?
After the customer has seen the result and usually after payment, so the review reflects the whole experience. For restaurants, asking with the bill works well.
How many times can I remind a customer?
We'd ask once in person and send one follow-up message at most. More than that starts to annoy people.